It’s a situation I hear about more than I’d like.
A Halifax homeowner gets a heat pump installed, something goes wrong a few months later, and suddenly the company that was so eager to book the job is nowhere to be found. Voicemails go unreturned. They’re told someone will “get back to them.” Winter keeps coming.
I’ve had customers reach out to me in exactly this situation — sometimes weeks into the wait.
Here’s what I tell them.
First, check your warranty paperwork. Many heat pump systems come with a 5–10 year parts warranty, and some include a labour warranty as well. Before you pay anyone for a repair, confirm what’s covered and who’s responsible for honouring it. Don’t take someone’s word for it on the phone — ask for the exact warranty expiry date and get it in writing if you can.
Second, if you’re not getting a response, escalate. Try email so you have a paper trail. If the company is BBB-listed, a formal complaint often moves things faster than phone calls.
Third, know that most common heat pump issues are diagnosable over the phone. Things like error codes, unusual noises, or ice buildup have a fairly short list of likely causes. A knowledgeable technician can often tell you within a few minutes whether this is something urgent or something that can wait — and can guide you on whether it’s safe to keep running the unit.
If you’re an existing Hemlock Mechanical customer and something isn’t working right, call or text me directly. You’re not going to the back of the queue behind new installs. That’s not how I run things.
If you’re not a current customer and you’re stuck waiting on someone else, I’m happy to talk through what you’re seeing and point you in the right direction.
